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Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

A) Communicate information about the upgrade to customers in advance.
B) Publish ongoing updates to the community knowledge base with details about the upgrade.
C) Notify customers once the upgrade is completed and full services are restored.
D) Send routine status updates to customers via Chatter during the upgrade.
E) Replace the defaultoutage page with a custom page containing upgrade information.

2. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A) Create, approve, publish, consume, feedback
B) Create, consume, feedback, approve, publish
C) Create, publish, feedback, approve,consume
D) Create, feedback, publish,approve, consume

3. A manager has noticed an increasein average case age. This isnegatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the Case Age report type.
B) Create a report using the Case Historical Trending report type.
C) Create a report using the Case Snapshot report type.
D) Create a report using the Case Lifecycle report type.

4. Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A) Upload the images into Salesforce prior to importing the articles
B) Convert all images to .jpeg, as this is the only supported file type
C) Include images in an .html file using the image tag and src attribute
D) Ensure that each image doesNOT exceed the maximum of 25 MB

5. A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the firststep in configuration and customization?

A) Enable Chatter Messenger for the organization
B) Create an iframe to display the chat window
C) Enable Live Agent for the organization
D) Create user profiles or permission sets

Solutions: